INVALID PENALTIES AND BAD SERVICE

The only way I can speak to a consultant is by selecting - cancel contract. SECOND TIME telkom doesn't deduct the funds and I pay via the Telkom App. First time consultant helped me, sent bank statement reflecting there is More than enough for deduction. The penalty reversed. Now this happened a second time. I first called the call center en I was advised I will not pay penalty if I pay via the App. This was after 7pm... But guess what, R202 added penalty. I phoned Telkom after I received new invoice, livid. This consultant didn't feel like helping, after I mentioned this happened before and I was assisted, only then she asked for my bank statement. I emailed and more than a week, no feedback and that penalty still on my account... This is absolutely pathetic. I should not pay a penalty if telkom does not deduct and I make payment to ensure my account is up to date. I have sent a few emails incl bank statements and No response.